Customer satisfaction is a measure of how products and services supplied by a company, meet or exceeds customer expectations. Today, more than ever, where businesses compete for customers, it is seen as a key differentiator and has become a fundamental element of business strategy.
In a recent workshop, we were discussing cost-benefit analysis and the possibility of using customer satisfaction as a measure to indicate the benefit of training. I mentioned that I returned from a vacation, only to find customer satisfaction surveys from the airline and rental car company in my inbox. It seems anytime I call my internet provider with a question, it is always followed up with a questionnaire.
I read that the most important question to ask customers is, “Would you recommend us to a friend?” With that question, companies are hoping to determine whether you are a promoter, a detractor, or have a passive view of their services. I’m sure we’ve all experienced poor customer service from time to time – probably too many to remember. That’s why I’m thrilled to share a story of excellent customer service that I recently experienced.
I was on my way home from a yoga class in my neighborhood, and decided to pick up something for dinner. I walked into a little mom and pop diner that I’ve been to maybe three times in my life. I ordered my take out dinner and took out my credit card to pay. The owner mentioned that they don’t take credit cards. I apologized and was getting ready to leave, when he said, “That’s OK. Why don’t you eat today and pay tomorrow?” “What?” I asked. He repeated, “Eat today and pay tomorrow.” “You trust me?” I asked. He said, “Of course.”
I left the restaurant with my dinner in hand and a huge smile on my face. I had never experienced anything like that in my life. It made such an impression that I told everyone I know about the experience. Not only did I return the next day, but I bought another dinner for that night! I was definitely one happy customer and yes, my expectations were surpassed.
In that instance, excellent customer service translated into my own customer satisfaction. I must say that I am so proud to work for a company that also places such a high value on customer satisfaction; that is Langevin’s number one priority. So much so, that we offer “Our Plus $100 Guarantee;” we will offer a full money-back guarantee for all our workshops if you are not fully satisfied, PLUS $100. That’s right! We’ll pay you an extra $100! You’ll find our guarantee right on Langevin’s home page.
To me that says it all. What about your company? Do you measure customer satisfaction and would your customers recommend you to a friend?
Marsha
